Strategic Account Manager

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.

This is an Individual Contributor (IC) role. As a Strategic Account Manager at Freshworks, you’ll drive sales into existing defined paying accounts in the UKI region. Your accounts will all have strategic importance to the growth of the region. You will collaborate with teams across Freshworks to manage all aspects of the sales process, including business development, lead management, qualification, evaluation, and closing. You will advocate multiple Freshworks product lines, and as a brand ambassador, you will champion our innovative Software-as-a-Service products to make organizations more productive, efficient and customer-oriented. You will be tasked with increasing spending on existing product lines as well as cross-selling additional products. You will be partly targeted on churn while also managing the whole renewal and uptick process.

Role and Responsibilities

• Drive sales in a defined set of paying accounts to meet or exceed revenue targets in the DACH Market.
• Develop and execute a strategic plan that leads to the creation and maintenance of a robust sales pipeline, including opportunities in existing accounts
• Manage numerous accounts concurrently and strategically
• Manage the renewal process end-to-end
• Work alongside the CSM organization to reduce churn in your book of business
• Provide regular reporting of pipeline and forecasting
• Create and articulate compelling value conversations with C-Level stakeholders and also work in alignment with inside stakeholders, namely AEs, Customer Success, Implementations, Billing, Support, deals teams etc
• Analyze sales/metrics data from your accounts to help evolve your strategy
• Assist customers in identifying industry-relevant use cases and educate customers to make a strong business impact
• Develop long-term strategic relationships with key accounts to maintain best-in-class service and customer satisfaction
• Keep abreast of competition, competitive issues and products
• Participate in team-building and company-growth activities, including strategy setting, sales training, marketing efforts and customer care
• Travel to customer locations in support of sales efforts as and when required

• 9+ years of experience in direct/field sales with SaaS solutions (B2B environment)
• Sales experience with CX, CRM or ITSM products is a strong advantage
• Experience in identifying, developing, negotiating, and closing large-scale technology deals
• Experience in presenting a technology suite of products within an existing portfolio of accounts
• Experience in proactively growing customer relationships while being curious to understand client’s business
• Prior experience in an environment where they managed a book of business in technology sales, which included large growth in net new opportunities
• Consult and translate customer business and technology needs into technology solutions
• Proven track record of consistent territory growth and quota achievement
• Understanding of Customer Experience/Employee Experience in a world of digital business transformation

At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business. Fresh vision. Real impact. Come build it with us.